Coordinator HR Contact Centre (temporary up to 13 months)

It’s not a package. It’s a promise®.

As Canada’s leading integrated freight, package, and logistics provider, we’ve been helping promises get where they need to be for more than 60 years. How does the magic happen? The journey starts with you. The places we go, the elements we brave, the promises we deliver – it’s all possible because of our people. So, whether you’re looking to build new skills, make an impact in your community, or inspire your team, we go there for you.

Description

The HR Coordinator – Contact Centre Tier 1 is the first point-of-contact between the business and HR Shared Services, managing the escalation and resolution of manager/employee inquiries and requests. This role will support by phone, e-mail and Case forms based on HRSS coverage schedule.

The HR Coordinator will be responsible for personal data transactional support and processing (and other HR transactions as required). The HR Coordinator will also support HR content management by conducting audits, coordinating content updates with COE content owners, and creation or modifications of content (Knowledge Base, Job Aids, etc) that supports the HR service delivery model.

Providing HR Shared Services operational support by supporting service delivery reporting and updates/ creation of HRSS documents (ie. Operational Calendar) with a focus on ongoing continuous improvement will also be in the scope of the person owning this role.

Responsibilities

The successful candidate will:

• Respond to inquiries (internal and external) supporting Core HR, Benefits, Pension, Payroll, employment confirmation for employees, learning, and other HR questions.
• Triages and escalates enquiries to HR Operational Support, HCM Technology Support, local HR, or HR Centres of Excellence. Provides end-to-end case management support and ensures appropriate case escalation and resolution
• Provides problem management, user support, system navigation and policy related information / guidance (e.g., performance timelines, collective agreement guidance) based on the Employee Central Service Centre (ECSC) Knowledge Base
• Ensures ECSC tickets contain the appropriate details prior to escalation
• Investigates and follows up on enquires as necessary within established SLA
• Redirects password reset requests to IT Service Desk
• Redirects pension and benefits enquiries to LifeWorks

Education

• A certificate in Human Resources Management is considered an asset

Experience

The successful candidate has:

• Excellent communication skills
• Strong attention to detail
• Ability to remain efficient and highly organized while managing a large workload
• Initiative and the ability to find answers to questions and resolve issues
• High reliability and ability to handle highly sensitive and confidential information
• Ability to prioritize and complete tasks professionally and within deadlines
• Strong computer and technology skills (MS Office, SuccessFactors, SF Jam, RingCentral Telephony, Case Management, SharePoint)
• Experience in a unionized environment is an asset
• Bilingualism (French and English) is an asset but not required

Language Requirement: Proficiency in English is required for this position due to the frequent communications that must be conducted in English with various stakeholders. This requirement is justified by the nature of the responsibilities and operational needs.

POSTING DETAILS
Location: 530 - Corporate
Working Conditions: Office Environment

Reports to: Lead Human Resources Contact Centre
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Purolator is an equal opportunity employer committed to diversity and inclusion. We welcome all qualified applicants and provide accommodations during the recruitment process upon request.

Purolator complies with Canadian law in all recruitment practices. During pre-screening, we may use an Artificial Intelligence (AI) tool, supported by human oversight, to efficiently manage tasks such as resume screening and candidate matching, enabling our team to connect with qualified candidates faster.

We recognize that employees and their families are essential to our success. We strive to provide a safe, healthy, and supportive workplace, ensuring the right people have the tools they need to thrive.